Creative Complaint Handling
The ability to handle customer complaints in a professional manner, using the appropriate skills and mindset is extremely crucial to retaining a customer. Complaint handling has got two aspects; one is the customer himself and the other is the complaint itself. As good complaint handling skills act as an influencer to customer satisfaction, loyalty and retention, it makes business sense to up-skill the service team on the same through effective customer interaction training.
GrowthSqapes believes that the creativity of the service team members in handling complaints need to be developed to ensure that it showcases the brand and act as a strong influencer to customer experience.
Objectives
- Improve understanding of customer’s emotions during a complaint
- Create an organisation specific and patented complaint handling philosophy and approach
- Improve the adherence to the complaint handling process and cultivate a service discipline
- Enhance the sensitivity towards customer and customer experience.
Who Should Attend
Frontline service professionals who need to handle customer complaints on a daily basis to provide a positive customer experience.
Key Learning for Participants
- Build an understanding of customer emotions during a complaint
- Understand ways to empathize with customers
- Learn ways to handle complaints creatively
- Learn both the functional and behavioural skills pertaining to complaint handling.
Business Impact for Organization
- Reduced customer complaints
- Increased role effectiveness of the service team member
- Improved CSAT score, NPS and customer loyalty
- Better brand reputation.
Design Elements
Delivery Elements
